基于Kano-QFD集成方法的区域药学服务需求分析与服务模式构建  

Analysis of Regional Pharmaceutical Service Demand and Construction of Service Model based on Kano-QFD Integration Method

作　　者：张幸国 赵昕 叶云 蒋静 贺秀君 熊伟[2] ZHANG Xing-guo;ZHAO Xin;YE Yun;JIANG Jing;HE Xiu-jun;XIONG Wei(Beilun People’s Hospital,Ningbo;Quality Management Research Center of Zhejiang University)

机构地区：[1]宁波市北仑区人民医院 [2]浙江大学质量管理研究中心

出　　处：《医院管理论坛》2021年第2期55-59,共5页Hospital Management Forum

基　　金：浙江省药学会医院管理软科学研究资助项目,编号:2019ZYYG11;浙江省药学会基层县域医共体药事管理专项科研资助项目,编号:2019ZYYJC05。

摘　　要：目的准确有效识别区域药学服务的需求,根据需求设计区域药学服务模式,提升药学服务质量。方法对区域内5家医疗机构药学服务需求进行问卷调查,运用QFD法对需求进行分析,同时运用Kano模型识别魅力需求;通过重要性、水平上升率、魅力值的确定,计算出需求相对权重并排序,设定目标值和攻坚点;运用独立配点法计算质量特性重要性,设计实施区域药学服务模式。结果归纳区域药学服务需求为:(1)建立区域内统一化处方审核体系。(2)开发合理用药系统。(3)搭建智慧化患教平台。(4)建立区域内处方流转平台。结论基于QFD与Kano模型相集成的方法,以相关方药学服务需求为中心,改进当前区域药学服务中存在的问题,把握药学服务的核心需求,设计更具市场竞争力的药学服务模式。Objective To accurately and effectively identify the needs of regional pharmacy services,and design a regional pharmacy service model according to the needs to improve the quality of pharmacy services.Methods We conducted a questionnaire survey on the needs of pharmaceutical services of 5 medical institutions in the region.The QFD method was used to analyze the needs of related parties,and the Kano model was used to identify the attractive needs.The relative weighs of needs were calculated based on the importance,level rise rate and attractive value.Then the weighs were ranked.The targeded values and crucial points were set.Independent collocation method was used to calculate the importance of quality characteristics,and the implementation of the model of regional pharmaceutical care were designed.Results The regional pharmaceutical service needs were summarized as follows:(1)Establishing a unified prescription review system in the region.(2)Developing a rational drug use system.(3)Building an intelligent patient education platform.(4)Establishing a prescription circulation platform in the region.Conclusion Based on the method of integrating QFD and Kano model,centering on the needs of relevant parties’pharmaceutical services,the current problems in regional pharmaceutical services were relived.The core needs of pharmaceutical services were grasped,and a more competitive pharmaceutical service model was designed.

关 键 词：KANO模型 质量功能部署 区域药学新服务模式 设计要素 

分 类 号：R197.3[医药卫生—卫生事业管理]